Support Manager

Posted: Friday, 30 May 2025
Valid Thru: Sunday, 29 June 2025
Index Requested on: 05/30/2025 07:51:15
Indexed on: 05/30/2025 07:51:15

Location: Mobile, AL, 36601, US

Industry: Advertising and Public Relations
Occupational Category: 21-1093.00 - Community and Social Services
Type of Employment: FULL_TIME

Computer Software Innovations LLC is hiring!

Description:

  • Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service. Conduct 1: 1s to develop and grow team members.
  • Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships.
  • Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues. Using data, evaluate and improve support processes to balance workload and ensure consistent support.
  • Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.
  • Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction.
  • Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving.
  • Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.
  • Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues.

Qualifications:

  • Bachelor's degree in a related field or equivalent experience preferred.
  • Proven experience (> 5 years) in a support management role, preferably in a software company.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to lead and motivate a team.
  • Technical proficiency and familiarity with support tools and systems.
  • Strong organizational skills and attention to detail.
  • Ability to work under pressure and manage multiple priorities.
  • Experience with financial software and managing billing processes.
  • Experience working with school districts or educational institutions.

Desired Qualities:

  • Approachability and servant leadership.
  • Curiosity and initiative.
  • Strong communication abilities.
  • Ability to empathize with customers and understand their use cases.

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

Please see the job description for required or recommended skills.

Benefits:

Please see the job description for benefits.

Apply Now